Managing alerts

About alerts

An alert is raised when:

• A SetPoeticEntitlement message fails
• Inbound XML messages fail XML or XSL validation
• The reports refresh background job fails or becomes inactive
• An alert email is sent to the system

Alerts allow administrators to quickly find out about a problem so they can resolve it as soon as possible.

From Poetic, you can view and edit alerts to:

• Change the priority or status
• Provide additional information
• Move the alert to a different queue

Selecting the alert to edit

To search for and select the alert to edit:

1. On the Administration menu, click Alerts.

   The Search Alerts page displays.

2. You can search for alerts based on:
   • The alert category (SetPoeticEntitlement, Email alert, Reports, or XML validation)
   • The reference ID (the event ID for the SetPoeticEntitlement process, or the XID for the XML message)
   • The alert priority (Critical, High, Medium, Low)
   • The alert status
   • The alert severity (Error or Warning)
   • The queue the alert belongs to
   • The date the alert was raised
3. After providing criteria, click Search Alerts.
4. To edit an alert, click its Edit link.

   The Alert Maintenance form displays.

Editing the alert

On the Alert Maintenance form:

1. The Alert category is the category for the alert. It cannot be edited.
2. The Date is the date and time the alert was raised. It cannot be edited.
3. The Severity indicates whether the alert is an error or warning. The severity cannot be edited.
4. The Reference ID lists the affected XENT event or the XID for the failed inbound XML. For event IDs, you can click the event ID to go to the event management page.
5. From the Priority dropdown, you can change the priority of the alert.
6. From the Status dropdown, select the current status of the alert.
7. From the Queue dropdown, select the queue to move the alert into.
8. Below the initial fields is the description for the alert.

   The Short Description column contains a short description for the alert. For email alerts, the short description is the email subject line.

   The Medium Description column contains the first 700 characters of the alert. For alerts generated from XML, this is the first 750 characters of the errors. For email alerts, this is the first 750 characters in the body of the email.

   The Potential Resolution column contains suggested methods to resolve the errors included in the alert.

9. To expand the form to include the complete text of the email or errors, click View long description.
10. To add notes concerning the alert, enter the notes on the New Notes tab.
11. Click Save.